Chapter 2: GENERAL PROCEDURES

HOST ON CAMERA – INTRODUCTION
In Chapter 1, we talked about the essential duties of a security officer, which are to protect clients, properties, and businesses by observing, deterring, and reporting any incident to the police.

In this chapter, we will cover the day-to-day procedures and protocols you need to follow to do your job correctly.

Check in with Dispatch

HOST ON/OFF CAMERA / VOICE OVER
Remember how we stressed the importance of dependability?
When we are dependable, we build trust with our clients. We also build trust with each other at ACS.
Say you are to relieve a security officer but you are an hour late for your shift. That officer cannot leave until you arrive. What if he or she has to pick up a child at school or needs to clock in at another job? Your late arrival would affect everyone.
Working together and supporting one another in doing our job to the best of our ability are part of the ACS etiquette.

So let’s go over the day-to-day procedures.

Security officers receive their schedules the day before their assigned shifts.

Your Supervisor and the Dispatch Team will give you your Post Orders, which will include all instructions for your location, a contact list, and emergency numbers. You must carefully read and follow these instructions. If you have any questions, contact your supervisor.

When you arrive at your job site, call the Dispatch Hotline at (877) GUARD-24 or 877-482-7324. Our office tracks arrivals and departures of all security officers.

To clock in and out, you need to call Dispatch upon arriving, when taking breaks, and when departing at the end of your shift.

NEVER leave your post until the reliever has arrived. Clients hire 24-hour security for good reasons. A property or business should never be left unattended. If a burglary takes place or a fire erupts while no guard is on duty, ACS would be held responsible.

Call-off Procedures

If you are late for your shift, you must call the Dispatch Hotline (877) GUARD-24 or 877-482-7324 ASAP and BEFORE your shift begins so that the Scheduling Manager can cover the call off.

You must also call the Dispatch Hotline if you are:
Absent
Leaving early
or
Staying late

Our Dispatch Team appreciates good communication to adjust schedules quickly and cover all shifts.

Be sure to record all important ACS numbers in your mobile phone and have them on speed dial in case of emergencies.
These include:
the Dispatch Hotline number
your supervisor’s mobile phone
the main ACS office number
and
the Operations Manager’s number

Returning found items

At the end of your shift, when making the rounds of the property, you may find lost items on the premises such as a phone, a wallet, cash, or jewelry. You can either return the items directly to the client or drop them off at the ACS lost and found.

If the client is not available, call the Dispatch Hotline to notify ACS that you found these items.

You will also need to include details about these items when reporting on SILVERTRAC.

When clients hire ACS security officers, they expect an hourly report or a summary of what took place during the security officer’s shift.

To report, you will need to download the SILVERTRAC app to your smartphone. Once downloaded, Dispatch will give you your login and activate your account.

SILVERTRAC is our main reporting system.

The information you report on SILVERTRAC is GPS-tracked and available in real-time on the issue monitor at the office.

SILVERTRAC will also generate a Daily Activity Report that will be sent to the client at the end of your shift.

Driving an ACS Patrol car

If you have a valid driver’s license, you may be assigned to conduct drive-through security patrols in a marked ACS vehicle. Vehicle Patrols are used for larger and more complex outdoor locations like commercial properties or large private properties.

When driving an ACS vehicle, you must follow our company’s regulations.

Here are a few key points:
- Always drive safely and obey traffic regulations. You will be responsible for traffic citations and parking violations. Notify the Operations Manager if you receive a citation.
- If you have an accident while driving an ACS vehicle, immediately report the accident and any damage to the vehicle to the Operations Manager.
- If the car breaks down, contact the Operations Manager who will need to approve the repairs.
- Be sure to check the vehicle before you use it. You are responsible for any damage when you return the car.

Let’s get started!
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